Case Study: Implementation of an Integrated Facility Management Software Solution
UNISON, a leading force in the Facility Management (FM) sector since 1977, has consistently aimed to maintain its top position by offering comprehensive and customized solutions to its strategic partners. To achieve this, the company needed a specialized and integrated information system capable of managing the complexity of its operations.
UNISON’s core needs were focused on four key areas:
1. Workorders Management and Quality Control (FSM): The company required a systematic way to monitor technical tasks and oversee cleaning operations to ensure the quality of the services provided.
2. Contract Financial Management: Detailed tracking was needed for the costs of all tasks (both within and outside contract scope) as well as for subcontractor-related expenses.
3. Customer and Ticketing Management (CRM & Helpdesk): A system was needed to record incoming calls and service requests (ticketing), with fast classification of each request.
4. Quotation Management: There was a need for a mechanism to enable accurate quotation costing, including the integration of expenses, profit margin (mark-up), and the use of customized price lists per client or site.
An integrated digital ecosystem was implemented, combining the VORTEX FSM (Field Service Management), VORTEX FSM Mobile, VORTEX CRM, and VORTEX HT Helpdesk Ticketing solutions.
1. Optimization of Operations and Supervision (FSM & FSM Mobile)
- The FSM Mobile application enabled technicians and supervisors to monitor and record their tasks on-site in real time.
- A structured system was developed for the supervision process, ensuring that cleaning inspections are carried out systematically, maintaining consistently high service quality.
2. Integrated Financial Monitoring of Contracts
- A system was established to classify and track every task as:
- In-Contract (Contractual): Recording and monitoring of associated costs.
- Out-of-Contract (Non-Contractual): Cost management through the quotation process.
- Subcontractor Management: Recording of subcontractor tasks and their exact costs.
- Custom reports were developed for assignment lists, giving UNISON a tailored and immediate overview of its contractual obligations.
3. Centralized Request Management (CRM & HT Ticketing)
- The VORTEX HT Helpdesk Ticketing system was implemented to manage the Support Department. Each call or request is immediately logged as a ticket.
- The CRM system automatically assigns and classifies tickets as in-contract or out-of-contract.
4. Smart Costing and Quotations (CRM)
The VORTEX CRM was enhanced with advanced costing capabilities:
- Ability to input subcontractor costs and mark-up during quotation creation, allowing for automatic calculation of cost and final price.
- Creation of custom price lists per client and site, enabling automatic generation of final amounts based on fixed pricing or mark-up.
- Costing is handled internally (invisible to the client), allowing for quick and accurate submission of final offers.
The implementation of the integrated VORTEX software enabled UNISON to achieve its goal of holistic service management and enhanced business control:
Holistic Hard & Soft Services Management:
Full monitoring of all contracts, requests, and assignments was achieved through a unified system.
Quality and Consistency Assurance:
Systematic supervision monitoring ensured the maintenance of high-quality standards in cleaning and Facility Management services.
Profit Optimization through Costing:
The ability to perform accurate and automated costing — incorporating subcontractor expenses and mark-up — led to improved cost control and maximized profitability per project.
Enhanced Decision-Making:
The distinction between contractual and non-contractual tasks, combined with custom assignment reports, provided management with a clear overview of both financial and operational performance, reinforcing UNISON’s strategic position as an industry leader.
